[rt-users] How unprivileged users could see all tickets in their queue?
felix at d2france.fr
Wed Jan 4 09:35:00 EST 2017
Le 04/01/2017 à 15:10, Alex Hall a écrit :
> Okay, searching users is the problem? I'm not sure, but what about an
> overlay that conditionally shows that part of page templates? You
> could create a group to which you'd assign any user you don't want
> viewing other users, then find the element that displays the user
> search and add a condition to return nothing if the user belongs to
> that group?
Yes, this is a part of the problem. The second, but not important, it's
just for the look&feel, the ability to custom "Rt at a glance" by user
For the first, I don't known how I can do " then find the element that
displays the user search and add a condition to return nothing if the
user belongs to that group"
> On Wed, Jan 4, 2017 at 8:57 AM, Felix Defrance <felix at d2france.fr
> <mailto:felix at d2france.fr>> wrote:
> Le 04/01/2017 à 14:02, Alex Hall a écrit :
>> Can you describe your setup more? I'm not sure why unprivileged
>> users would need access to all queue tickets, or why each user
>> would have their own queue? As I understand it, unprivileged
>> users are end users (i.e. customers, those who don't work for
>> your organization). Thus, they shouldn't be able to access an
>> entire queue, only tickets they open. Make them privileged, and
>> restrict their rights by adding them to a certain group, and your
>> life may be a lot easier.
> Yes! In the begining, that's what I tried to do. Restrict
> privilieged users. But I didn't find how restrict the access to
> the SearchUser.
> A member of a queue can search and view all users.
> In my setup, a queue and group, are dedicated to a customer.
> A customer should not be able to fetch other informations that are
> not inside of their queue. Thus, not be able to search all user in
> RT database..
> Maybe, it's possible to limit the search function to their queue
> or desactivate the access to the menu search. Do you know about that ?
>> For example, you might have a group called "basic users" to which
>> you'd add the users you currently consider unprivileged. That
>> group would have only a few rights, but since its members would
>> be privileged, you wouldn't run into RT's built-in restrictions.
>> As to one queue per user, that would quickly get hard to manage.
>> Queues are for organizing tickets and users. Sure, a queue may
>> have just one user, but each user shouldn't have their own queue.
>> Trying to keep track of the rights of such a setup would be a
>> nightmare, assuming you have a good amount of users. As an
>> example, we have queues for technology, warehouse, customer
>> service, and other divisions within the company. Some queues have
>> a lot of people, some have a few, butthey are all logical
>> groupings of tasks. If I made a new queue for every user, I'd
>> have dozens of them, and tickets would be all over the place!
>> Plus, there's email to consider; if you want to accept incoming
>> emails for ticket replies, you have to make a new Fetchmail or
>> Postfix entry for every single user/queue you have.
>> I hope this makes some sense. As I said, a lot of this depends on
>> your usage pattern and setup concept. If you can explain that to
>> us more, we might be able to help better.
>> On Wed, Jan 4, 2017 at 3:57 AM, Felix Defrance <felix at d2france.fr
>> <mailto:felix at d2france.fr>> wrote:
>> You right, this rights isn't checked.
>> But I can't view all tickets in selfservice anymore.
>> I verify the same rights in :
>> Admin > Queue, "select the queue name" and Group Rights,
>> select and grant "unprivileged users" to Seequeue & Showtickets
>> In the same section:
>> grant group "compagny name" to Seequeue & Showtickets
>> But no effect.
>> I try to add a user to watchers 'CC', and grant watchers 'CC'
>> to Seequeue & Showtickets but no effect too :(
>> Another ideas ?
>> Le 03/01/2017 à 18:39, Alex Hall a écrit :
>>> Have you granted the rights? In Admin > Global > Group
>>> Rights, select the "unprivileged users" tab, then grant
>>> "view queue". That should help, though our setup is quite
>>> different so I can't verify it.
>>> On Tue, Jan 3, 2017 at 12:27 PM, Felix Defrance
>>> <felix at d2france.fr <mailto:felix at d2france.fr>> wrote:
>>> Hi all,
>>> I don't find how I could add ShowTickets or QueueList in
>>> I want to allow my unprivileged users, grouped by
>>> company name, to see all tickets in their queue.
>>> The group rights on the queue is correctly defined and
>>> users could access to the tickets by entring the ticket
>>> number in the "goto Ticket" field (top right in
>>> I have tried to play with CustomRole but it's not
>>> working for me. So anybody known how I can do it?
>>> Thank you,
>>> Félix Defrance
>>> PGP: 0x0F04DC57
>>> Alex Hall
>>> Automatic Distributors, IT department
>>> ahall at autodist.com <mailto:ahall at autodist.com>
>> Félix Defrance
>> PGP: 0x0F04DC57
>> Alex Hall
>> Automatic Distributors, IT department
>> ahall at autodist.com <mailto:ahall at autodist.com>
> Félix Defrance
> PGP: 0x0F04DC57
> Alex Hall
> Automatic Distributors, IT department
> ahall at autodist.com <mailto:ahall at autodist.com>
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